Cancellation
We accept order cancellations before the product is shipped or produced. If the order is canceled you will be refunded minus a 5% transaction fee. We cannot cancel the order if the product is already shipped out
Returns (if applicable)
We accept returns of products. Customers have the right to apply for a return within 30 days after delivery of the product.
To be eligible for a return, your item must be unused, in the same condition as you received it, or in a resellable condition. If the item has multiple components inside, please make sure that all of the components are complete, including the user manual and the original packaging. If it’s used, we do not accept returns unless there is an issue with its product quality. Please send us a video showing the issue as proof to go through the 30-day money-back process.
To start a return, you can contact us at support@luxipaws.com and ask for a Unique Customer code to return the order. We will not accept liability for any goods returned directly without a Unique Customer Code.
Notes
– We do not provide a return label or cover the return shipping, customers should be responsible for the return shipping fee. The specific fee should be based on the logistics company you choose.
– There will be a 5% transaction fee for all canceled orders.
– A 10% of the item cost will be charged to the customers as a restocking fee for returned orders.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
*Please note that the shipping fee is non-refundable
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@luxipaws.com
If you have any other questions, please contact our Customer Support team at support@luxipaws.com.
